Yes, I was aware of the policy that we have to accept all customers coming through the register, regardless of how many items they have or what lane they are checking out in. However, if the manager observed cursing and throwing things, then the manager should tell the customer to refrain from those behaviors and if she doesn’t think she can, to please take her business elsewhere. Then the manager has the opportunity to either fire the employee before a problem arises or give permission to break store policy. If the employee feels strongly enough about a policy to try to change it with the customers, then the employee should go to the manager away from the customers and tell the manager that he/she intends to enforce certain rules on the floor, whether the store likes it or not. The customer is probably telling this story from her point of view with an entirely different spin on it and I suspect the truth of it is in the middle. Perhaps the reason the employees are not supposed to correct customers after they get in line is to avoid just the kind of thing that happened here. You either follow company policy and not question the customers who are in the wrong line or you find another job. (Not to mention, a comment which store policy says should not be made.) I just don’t buy that a polite comment, immediately followed by ringing up the customer, generates such conflict. I’m used to reading between the lines of other people in their early 20s, and I’m not sure I see the same thing you did, fendergirl. The manager came over later and then the customer threw her under the bud. She told her she had to many things, the customer said a manager told her she could check out there, and she checked the customer out. The lady I was checking out explained her situation to my manager, saying that another cashier had kicked her out of her line because she had too many items. I started to ring up her groceries and then another CSM and my manager came over. I politely mentioned that she had over twenty items and she started in on me, saying that my manager said it was okay for her to be there. I was at the twenty items and under lane, and this older woman came up with two baskets filled with groceries. Instead, they say “could you please put your seat up for me?” That small change of wording takes it out of the realm of correcting, and puts into the category of asking the passenger to do the steward a favor. This tends to humiliate and upset people. This is why on an airplane stewards never say “please put your seat up”, which puts them in the position of correcting the passenger. But in calling out the customer in public, the OP himself humiliated them and that usually does not generate a good reaction. The OP him/herself almost quit after being dissed in front of others. People become overly defensive in these situations. I think the reason the OP may have had problems is that calling people out in public is a type of public humiliation and rejection. Just acknowledging their annoyance usually takes the temperature down a lot. If people in line are annoyed, you can smile to the next customer and say how sorry you are for the delay, but it’s store policy not to ask people to leave the line. There are so many ways to deal with this. The customer violated the rules, but so did the OP. I agree with edad to the extent that despite this previously stated and understood policy, the OP apparently asked the customer to step out of line. The reason I asked why the OP was stressed out and annoyed is that serving all customers in the express lane, even when they were buying more than the required number of items, was the store’s policy, both stated and understood. That’s Walmart’s poor decision, but it’s not for an employee to go against. However, Walmart chooses not to enforce their own signs. I think express lanes are there for a reason and should be enforced for everyone’s convenience. I don’t agree with Walmart’s policy either.
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